Head of HNW Case Management

About the role

Prudential's Group Head Office in Singapore is looking for a Head of HNW Case Management. The role owns end-to-end high-value, complex and priority insurance cases, delivering a superior client experience while keeping strong underwriting, medical, financial and regulatory controls. It is the single point of accountability across distribution, underwriting, medical providers, reinsurers and internal stakeholders for HNW and UHNW cases.

Key responsibilities

• Own complex HNW / UHNW cases from submission through policy issuance, and act as the single point of contact for priority agents, relationship managers and internal stakeholders.
• Track milestones, dependencies and turnaround times proactively.
• Work with underwriting, reinsurances and medical providers, ensure complete case documentation and anticipate underwriting concerns to reduce rework.
• Deliver white-glove service to top-tier agents, private bankers and relationship managers, translating underwriting requirements into clear guidance and managing expectations on timelines and outcomes.
• Manage complex cases such as jumbo sums assured, multi-life structures, business succession / key person cases and cross-border or residency-complex cases, escalating appropriately to senior underwriting, medical directors or governance forums.
• Ensure compliance with underwriting authority limits, AML/KYC and financial justification requirements, and with BMA, IA, MAS, AML/CFT, FATCA/CRS and group policies across jurisdictions.
• Maintain audit trails and documentation integrity.
• Monitor service KPIs (turnaround time, rework, drop-offs), identify friction points and contribute to process improvement, automation and TOM evolution.

Required profile

• Degree in a related discipline and 10 years' experience in underwriting operations, case management and new business operations, including 4-5 years in the HNW/complex segment.
• Prior exposure to HNW, VIP, jumbo or complex cases strongly preferred.
• Insurance-related qualifications (e.g. LOMA, ANZIIF) advantageous.
• Experience with Bermuda-regulated offshore products and knowledge of Hong Kong- and Singapore-regulated life products.
• Experience managing large, complex or non-standard cases.

Required skills

• Strong understanding of life insurance underwriting principles, medical and financial risk assessment and reinsurance workflows.
• Familiarity with underwriting systems, case management tools and workflow platforms.
• Exceptional stakeholder management and communication skills, attention to detail, ability to work under pressure with senior clients, sound judgement and escalation discipline.